Customer Service Operations Senior Manager

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 750,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. We are uniquely able to deliver tangible outcomes because of our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song. These capabilities, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities. Visit us at www.accenture.com . Strategy & Consulting: We work with C-suite executives, leaders and boards of the world’s leading organizations, helping them reinvent every part of their enterprise to drive greater growth, enhance competitiveness, implement operational improvements, reduce cost, deliver sustainable 360° stakeholder value, and set a new performance frontier for themselves and the industry in which they operate. Our deep industry and functional expertise is supported by proprietary assets and solutions that help organizations transform faster and become more resilient. Underpinned by technology, data, analytics, AI, change management, talent and sustainability capabilities, our Strategy & Consulting services help architect and accelerate all aspects of an organization’s total enterprise reinvention. Role Overview : We are seeking a dynamic and experienced Senior Manager to join our Health Payer/Provider Customer Service practice. In this senior leadership role, you will oversee complex projects, lead cross-functional teams, and serve as a trusted advisor to clients. You will drive strategies to enhance member, provider, and employee experiences while advancing digital and CRM-enabled transformation in contact centers. As a s enior m anager , you will also play a key role in business development and thought leadership within the practice.   As a Customer Service Operations Senior Manager , your primary responsibilities may include: 

Strategic Leadership: Develop and implement comprehensive strategies for transforming contact centers, leveraging CRM systems, CCaaS platforms, and digital technologies.

Client Advisory: Serve as a strategic partner to senior client executives, providing insights and solutions to address critical business challenges in customer service.

Project Oversight: Manage multiple, high-impact projects, ensuring quality delivery, on-time execution, and measurable results.

Digital Transformation: Lead initiatives to improve service in digital modalities such as chat, mobile applications, portals, and self-service platforms, ensuring seamless integration with traditional channels.

CRM Expertise: Guide clients in optimizing CRM systems (e.g., Microsoft Dynamics, Salesforce) to enhance operational efficiency and experience outcomes.

Team Leadership: Mentor and develop consultants and managers, fostering a high-performance culture and promoting professional growth.

Experience Enhancement: Design and execute strategies to elevate member, provider, and employee experiences through process improvements and technology solutions.

Change Management: Lead organizational change efforts to drive adoption and sustainment of new processes and tools.

Business Development: Identify opportunities to expand client relationships, contribute to proposal development, and lead sales efforts to grow the practice.

Thought Leadership: Develop and share insights on industry trends, best practices, and innovative solutions in healthcare customer service.

Travel - as needed, up to 80%

Why should I join the Accenture Health team?  

Innovate every day. Be at the forefront of designing and delivering health technology solutions that push boundaries and create new opportunities for our clients. 

Lead with the industry’s best . Join an industry-recognized healthcare leader with more than 20,000 global healthcare professionals collaborating to drive enterprise-wide transformational projects on a global scale. Accenture has worked with more than 200 clients to deliver healthcare transformation to meet the diverse needs of patients and members .

Learn and grow continuously. Harness unmatched training and professional development to help you build and advance your health , consultative and delivery skills. With learning resources, interactive classroom courses, real-life client simulations and ongoing mentoring available when you need it, you’ll expand your thinking beyond the core Workday implementation. 

Here’s what you need:    

Bachelor's degree in business administration, Healthcare Management, or a related field .

Minimum of 5 years of experience in a management consulting role OR equivalent Director-level experience in the healthcare industry.

Minimum of 5 years of experience delivering large-scale transformations for health payers or providers, with a focus on customer service and contact centers.

Minimum of 5 years of experience working with CRM systems, CCaaS platforms, and digital service delivery channels.

Bonus points if you have :

Advanced degree (MBA, MPH, MHA, etc.)

Demonstrated ability building trusted relationships with C-suite executives and other senior stakeholders.

Strong leadership skills, with experience managing diverse teams and fostering collaboration.

Exceptional analytical and problem-solving skills, with proficiency in data-driven decision-making.

Outstanding written and verbal communication skills, including executive presentation capabilities.

Advanced knowledge of workforce optimization, quality assurance, and customer experience methodologies.

Familiarity with AI and automation technologies used in contact centers.

High level of professionalism, with a strong commitment to client success.

Passion for driving innovation and delivering measurable impact in healthcare.

Compensation at Accenture varies depending on a wide array of factors, which may include but are not limited to the specific office location, role, skill set, and level of experience. As required by local law, Accenture provides a reasonable range of compensation for roles that may be hired in California, Colorado, District of Columbia, Illinois, Maryland, Minnesota, New York or Washington as set forth below.We accept applications on an on-going basis and there is no fixed deadline to apply.Information on benefits is here. (https://www.accenture.com/us-en/careers/local/total-rewards) Role Location Annual Salary RangeCalifornia $94,400 to $302,400Colorado $94,400 to $261,300District of Columbia $100,500 to $278,200Illinois $87,400 to $261,300Minnesota $94,400 to $261,300Maryland $87,400 to $241,900New York $87,400 to $302,400Washington $100,500 to $278,200What We BelieveWe have an unwavering commitment to diversity with the aim that every one of our people has a full sense of belonging within our organization. As a business imperative, every person at Accenture has the responsibility to create and sustain an inclusive environment.Inclusion and diversity are fundamental to our culture and core values. Our rich diversity makes us more innovative and more creative, which helps us better serve our clients and our communities. Read more here (https://www.accenture.com/us-en/about/inclusion-diversity/us-workforce) Equal Employment Opportunity StatementAccenture is an Equal Opportunity Employer. We believe that no one should be discriminated against because of their differences, such as age, disability, ethnicity, gender, gender identity and expression, religion or sexual orientation.All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.Accenture is committed to providing veteran employment opportunities to our service men and women.For details, view a copy of the Accenture Equal Employment Opportunity and Affirmative Action Policy Statement (https://www.accenture.com/content/dam/accenture/final/accenture-com/document/Annual-Policy-Statement-Regarding-EEO-2023-Applicant.pdf#zoom=50) .Requesting An AccommodationAccenture is committed to providing equal employment opportunities for persons with disabilities or religious observances, including reasonable accommodation when needed. If you are hired by Accenture and require accommodation to perform the essential functions of your role, you will be asked to participate in our reasonable accommodation process. Accommodations made to facilitate the recruiting process are not a guarantee of future or continued accommodations once hired.If you would like to be considered for employment opportunities with Accenture and have accommodation needs for a disability or religious observance, please call us toll free at 1 (877) 889-9009, send us an email (https://www.accenture.com/us-en/about/contact-us) or speak with your recruiter.Other Employment StatementsApplicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States.Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.The Company will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Additionally, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the Company's legal duty to furnish information.